Customer Service Vitals - Sydney

# Customer Service Vitals Sydney

## Course Outline

### Overview

You know those moments when a customer interaction begins sliding downhill and you wish you knew how to turn things around? Customer service is more than smiling, it's a skill you need to have in order to guide you through these conversations that are hard and still keep yourself healthy.

This is a field based course dealing with the day to day customer service matters of Australian Business. Our focus is on practical strategies, not esoteric theories, that suit Sydney's wide ranging business landscape encompassing retail shops in the city and service centres in the suburbs.

"The program understands that great customer service is ultimately about connecting with another human being. By the time you learn to read situations, react appropriately, and how to interact with the opposite sex without crossing any professional boundaries, you are not only making a better experience for the customer, you are practising life skills that make every relationship around you (anyone, anywhere), a better one.

### Course Duration

2 Days (14 hours) – Practical hands on, teaching and IRL scenarios and table tops

### Target Audience

Customer service representatives

Retail staff

Reception and front desk personnel

Any such customer or client facing person

Management/business owners looking to train their staff

### Curriculum Based Outcomes

Upon completion of this course, you will be able to:

**Foundation Skills:**

Practise the art of listening in pressure filled situations.

Recognise early warning signs of dissatisfaction and to intervene appropriately

Use de-escalation techniques that protect your customer relationships

**Advanced Communication:**

Use empathising speech that offers validation of the customer objection

Use empathy based language to validate the customer concern

Handle tough conversations with professional barriers intact

Express Company policies in a manner which customers can accept and comprehend

**Problem Solving Capabilities:**

Formulate innovative ideas while working within the parameters of the Company and budget orientated industry

Positive or Negative? Turn complaints into Customer Loyalty opportunities.

Deal with several customer requests and maintain quality service levels

**Personal Resilience:**

Utilise stress management methods for stressful consumer interactions

5 Ways to Keep Your Spirits Up on Tough Work Days

Bounce back from challenging interactions without impacting future customer engagement

### What You Will Learn

**Day One: Foundation Skills**

Reading the Room: Recognising body language, tone, and language that are signs of customer frustration before they become an issue

RECOMMENDED RESOURCES: The 4 step process for dealing with heated conversations (Connect, Acknowledge, Listen, Move forward) in Jules' free Calm Method Guide Follow Jules on Instagram Friend on Facebook We would love to be YogaHacks Your Life!

Empathy Without Empowering: How to express real compassion without relaxing the rules

Power of Pause: How to Be More Effective in A Demanding, 24/7 World with Silence and Breathing

**Day Two: Advanced Techniques**

Solution Directed Discourses: Moving from deficit talk to solutiogenic dialogue

Positive NO ting: How to say no so to please a customer

Dealing with the Same Old Problems Over and Over Maintaining New Energy for Old Resolutions

Fostering Advocates: Turning happy customers into advocates for your business

Self Care Solutions: How to maintain your mental health while caring for others

### Key Learning Activities

Real Sydney business based role play scenarios and activities

Group Problem Solving Discussions Based on Desk Rejection with Real Customer Complaints

Workshops on managing stress with hands on breathing and mindfulness exercises

Adapt confidence building and skills training peer feedback sessions

Action plans within the workplace in the short term

### Assessment Methods

Practical demonstrations of de escalation techniques

Group presentations on solution finding strategies

Journal of personal growth and problems as teachers

Peer assessment during role playing activities

### Resources Provided

Scripts, dialogue guides and customer service toolkit

Stress management resource pack

3 months of email support after the training

Online forum for continued peer support

### Summary

Customer service excellence isn't all sunshine and roses, nor is it about never faltering. It's about developing useful skills, ones that enable you to truly connect with people, even in their most difficult times.

This will give you practical, actionable tools that apply in the authentic world of Australian business. You'll find out ways to keep cool under pressure, when the obvious path isn't there, how to look after your own emotional health, whilst truly caring for and about your customers.

The skills you learn here will go further than the workplace. They are relationship skills, communication skills and resilience skills that will serve you throughout your entire life. You'll leave this course with greater confidence in tough conversations, better problem solving skills, and more capacity to keep your energy high even in the thick of a tough day.

More than anything else, you'll learn that great customer service isn't being perfect — it's being real, keeping in the moment, and understanding that after all is said and done, each exchange is a chance to make someone's day just a little bit better.